Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CSCORG022 Mapping and Delivery Guide
Manage effective workplace relationships

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CSCORG022 - Manage effective workplace relationships
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills required to manage ideas and information, establish systems to develop trust and confidence, manage the development of maintenance and systems and manage difficulties to achieve positive outcomes.This unit applies to those working in a management role in a range of occupational areas. The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.Those undertaking this unit work autonomously, occasionally accessing and evaluating support from a broad range of sources. The role requires organisation, conceptualisation and high level communication skills.No licensing, legislative or certification requirements apply to unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Validity assessment requires that this unit can be assessed in the workplace or in a closely simulated work environment. Where assessment is part of learning experience, evidence will need to be collected over a period of time, involving both formative and summative assessment.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Prerequisites/co-requisites
Competency Field Organisational administration and management
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Manage ideas and information
  • Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers.
  • Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role.
  • Facilitate feedback to employees on outcomes of the consultation processes.
  • Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel.
       
Element: Establish systems to develop trust and confidence
  • Establish and/or implement policies to ensure that that the organisation’s cultural diversity and ethical values are adhered to.
  • Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct.
  • Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process.
       
Element: Manage the development and maintenance of networks and relationships
  • Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation.
  • Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained.
       
Element: Manage difficulties to achieve positive outcomes
  • Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved.
  • Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures.
  • Provide guidance, counselling and support to assist co-workers in resolving their work difficulties.
  • Develop and implement an action plan to address any identified difficulties.
       
Element: Manage ideas and information
  • Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers.
  • Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role.
  • Facilitate feedback to employees on outcomes of the consultation processes.
  • Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel.
       
Element: Establish systems to develop trust and confidence
  • Establish and/or implement policies to ensure that that the organisation’s cultural diversity and ethical values are adhered to.
  • Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct.
  • Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process.
       
Element: Manage the development and maintenance of networks and relationships
  • Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation.
  • Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained.
       
Element: Manage difficulties to achieve positive outcomes
  • Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved.
  • Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures.
  • Provide guidance, counselling and support to assist co-workers in resolving their work difficulties.
  • Develop and implement an action plan to address any identified difficulties.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Manage ideas and information

1.1 Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers.

1.2 Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role.

1.3 Facilitate feedback to employees on outcomes of the consultation processes.

1.4 Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel.

2. Establish systems to develop trust and confidence

2.1 Establish and/or implement policies to ensure that that the organisation’s cultural diversity and ethical values are adhered to.

2.2 Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct.

2.3 Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process.

3. Manage the development and maintenance of networks and relationships

3.1 Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation.

3.2 Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained.

4 Manage difficulties to achieve positive outcomes

4.1 Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved.

4.2 Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures.

4.3 Provide guidance, counselling and support to assist co-workers in resolving their work difficulties.

4.4 Develop and implement an action plan to address any identified difficulties.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.

interacting with people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

researching, analysing, interpreting and reporting skills to develop strategies and plans

communicating fluently to support effective workplace relationships

responding to unexpected demands from a range of people

understanding consultative processes and using them effectively

forging effective relationships with internal and/or external people

developing, maintaining and managing networks

gaining the trust and confidence of colleagues

dealing with people openly and fairly

using coaching and mentoring skills to provide support to colleagues

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

organisation's policies and procedures related to workplace relationships

work health and safety guidelines related to working safely in organisation environment

the principles and techniques involved in the management and organisation of:

the organisation’s strategic and business plans

policy development

workplace relationship building techniques

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Manage ideas and information

1.1 Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers.

1.2 Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role.

1.3 Facilitate feedback to employees on outcomes of the consultation processes.

1.4 Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel.

2. Establish systems to develop trust and confidence

2.1 Establish and/or implement policies to ensure that that the organisation’s cultural diversity and ethical values are adhered to.

2.2 Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct.

2.3 Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process.

3. Manage the development and maintenance of networks and relationships

3.1 Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation.

3.2 Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained.

4 Manage difficulties to achieve positive outcomes

4.1 Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved.

4.2 Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures.

4.3 Provide guidance, counselling and support to assist co-workers in resolving their work difficulties.

4.4 Develop and implement an action plan to address any identified difficulties.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers. 
Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role. 
Facilitate feedback to employees on outcomes of the consultation processes. 
Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel. 
Establish and/or implement policies to ensure that that the organisation’s cultural diversity and ethical values are adhered to. 
Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct. 
Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process. 
Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation. 
Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained. 
Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved. 
Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures. 
Provide guidance, counselling and support to assist co-workers in resolving their work difficulties. 
Develop and implement an action plan to address any identified difficulties. 
Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers. 
Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role. 
Facilitate feedback to employees on outcomes of the consultation processes. 
Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel. 
Establish and/or implement policies to ensure that that the organisation’s cultural diversity and ethical values are adhered to. 
Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct. 
Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process. 
Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation. 
Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained. 
Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved. 
Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures. 
Provide guidance, counselling and support to assist co-workers in resolving their work difficulties. 
Develop and implement an action plan to address any identified difficulties. 

Forms

Assessment Cover Sheet

CSCORG022 - Manage effective workplace relationships
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

CSCORG022 - Manage effective workplace relationships

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: